New CX Research from ASAPP, eGain, Telus, Qualtrics, and Forrester
By Alex Gaw June 27, 2022
Two research reports in this roundup bookend an increasingly serious CX issue: how to best ensure the well-being of contact center employees, who are leaving the industry in record numbers for better working conditions, higher pay, and greater...
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Avaya Showcases One Cloud CCaaS as Composable Solution
- By Alex Gaw June 24, 2022
Avaya, the North Carolina-based multinational technology provider of cloud communications and workplace collaboration programs, is promoting its One Cloud CCaaS offering as a composable contact center solution that delivers a complete and...
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InMoment Acquires ReviewTrackers
By Sherril Hanson June 24, 2022
InMoment, a provider of experience improvement (XI) solutions, has completed an acquisition of ReviewTrackers, a customer review management and software company. The purchase will enhance InMoment’s ability to offer a platform that can ingest...
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Two Hotel Chains Turn to CX Technologies to Improve Guest Experience
- By Sherril Hanson June 23, 2022
The ability to provide positive experiences for customers along digital and in-person touchpoints over the entire customer journey, from research and booking to check-in and boarding, to hotel departure and more, has always been a challenging task...
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QuestionPro Partners with Acquis Cortico-X
- By Sherril Hanson June 21, 2022
QuestionPro and Acquis Cortico-X announced a collaboration to offer products and strategic services aimed at helping companies measure, discern insights, and take action from their data. Acquis Cortico-X is the experience transformation arm of...
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New CX Research from Forrester, Sprinklr, WSO2, Lilt, and NICE
- By Alex Gaw June 16, 2022
In this roundup of new research, the reports all zero in on the one indispensable component of CX—the customer—whose experience is measured to give rise to Forrester’s US CX Index ranking, and is the object of inquiry in Sprinklr’s...
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Recognition Is a Key Factor for Employee Engagement and Well-Being
- By Sherril Hanson June 15, 2022
Recent data collected by Workhuman and Gallup indicates that even with the demonstrated cost savings and value to company culture of implementing an employee recognition program, many companies are lagging in their focus on recognition, or are not...
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Developing Deeper Emotional Connections with Customers
By Keith Kirkpatrick June 14, 2022
One of the most oft-repeated adages in life is that you do not remember what a person says to you, but you do remember how they made you feel. This rings true across both B2B and B2C customer interactions, but due to the more personal nature of B2C...
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EX Research Released from Qualtrics, VMware, Quantum Workplace, and Others
- By Sherril Hanson June 9, 2022
Research data continues to confirm the growing need for companies to examine their current technology stacks and determine whether they will continue to support the current and future employee experience (EX) needs of their organizations....
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Helping Agents Respond to Inquiries Via Automation and AI
- By Keith Kirkpatrick June 9, 2022
One of the major challenges involved with managing customer interactions is ensuring that live agent staff are delivering the correct and most appropriate responses during customer support conversations. Incorrect – or incorrectly delivered –...
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Zoom and Genesys Expand Partnership with New CX Offering
- By Alex Gaw June 8, 2022
The California technology companies Zoom Video Communications and Genesys Telecommunications Laboratories are expanding their partnership with an offering that provides organizations with a feature-rich cloud contact center and unified...
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Betterworks Research Highlights the Need for Performance Management Focus
- By Sherril Hanson June 6, 2022
The technologies that support employee experience are wide-ranging and in various stages of adoption as companies sort out their strategies for attracting and retaining employees. Managing employees’ goals and performance is a factor that is...
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Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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